Description
Senior Manager/Director, Customer Success (Depends on experience & tenure - but could be a Sr. Mgr or Director titled role)
Location: United States (Travel Required)
Reports To: Chief Customer Officer
About the Role
We are seeking a Customer Success Leader to drive the success of Retail Supply Chain software (SaaS) and full retail store rollouts, ensuring seamless adoption and revenue realization. This is not a desk job—it requires active engagement at the right moments, including in stores and at client locations.
The ideal candidate will work across store-level teams, retailer executives, third-party installers, and consulting system integrators to ensure smooth execution and client satisfaction. This is an immediate hire role.
Key Responsibilities
• Lead pilot programs to ensure measurable success, driving conversion into full deployments.
• Oversee full retail store rollouts, ensuring smooth execution and revenue recognition.
• Maintain strong client relationships with executives and operational teams.
• Serve as the primary point of contact between customers and internal teams (engineering, product, and support).
• Collaborate with third-party installers and consulting system integrators to align deployment strategies.
• Proactively identify risks, drive adoption, and optimize processes for long-term success.
• Travel as needed to client sites, retail stores, and corporate meetings to ensure high-impact delivery.
Qualifications
• 7+ years of experience in customer success, program management, retail operations, or consulting (SaaS or in-store technology preferred; POS, SCM, WM, Smart Lockers, RFID, etc).
• Proven experience managing pilot programs and enterprise software rollouts.
• Strong stakeholder management skills, from store-level teams to C-suite executives.
• Experience with SaaS platforms and/or large-scale in-store technology deployments (Retail and/or Fashion Brand Retail experience desired).
• High emotional intelligence and adaptability to navigate complex client relationships.
• Ability to work cross-functionally with product, engineering, and implementation teams.
Compensation & Career Growth
• Competitive base salary + performance-based incentives tied to pilot success and full rollout execution.
• Clear career progression to VP of Customer Success or Chief Customer Officer, based on impact.
